The UIC College of Pharmacy is the #1 college of pharmacy in the state of Illinois and the #7 college in the country overall based on US News and World Report’s most recent rankings.•Led expansion of service desk and on-site support by developing interdepartmental relationships.•Established KPIs for support teams to ensure compliance with established SLAs and OLAs.•Fostered positive end-user relationships and drove customer satisfaction.•Led the supervision of the service desk team, and the ITSM platform we use (TeamDynamix).•Managed the onboarding\off-boarding process.•Trained, coached, and mentored Help Desk team including career development.•Led the implementation of ExamSoft (Online exam taking platform), trainings, and workshops following “Train the trainer” method.•Managed related IT budget, procurement process, and vendor management.•Analyzed performance of Help Desk activities and documented resolutions, identified problem areas, advised, and delivered solutions to enhance quality of service and to prevent future problems.•Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.•Serve as university-wide SME on business continuity planning, enterprise technology and roadmaps.•Wrote policies, procedures, and manuals governing internal IT use and to comply with campus security program.•Participated in unit, university, and system-wide committees on client-support related topics. Liaise with various university departments to form and maintain positive relationships in benefit of the university community.

• Process quotes and ensures accurate and timely entry of quotes and delivery to customers.• Collaborate with account managers with end user product research, costing, and preparation of quotations and business proposals.• Maintain inventory accuracy all the time.• Provided periodic reports to senior management.• Respond and troubleshoot Help Desk calls/tickets related to SIM Cards activations, port-ins.

• Supervised and managed overall performance of the support department.• Developed strategies to improve the quality of services provided.• Administered BMC-Remedy Help Desk.• Maintained the agreed Level Agreements (SLAs).• Liaison between customers, business partners, and departments.• Maintained business and organizational goals, vision, and objectives.• Allocated incoming requests\incidents\problems to the team, prioritized actions, and monitored ownership, updates and closure according to service management best practices.• Identified problems, provided solutions and alternative actions\workarounds to ensure minimal business impact.• Managed and controlled change orders\requests through the change lifecycle.• Increased customer satisfaction.• Screen, recruit, train, and support help desk team.• Motivated the team and made sure to resolve conflicts that might affect business needs.• Conducted team performance appraisals to identify strengths and weaknesses to provide coaching\mentoring opportunities, and professional development.

• Administered CA Service Desk and maintained the configuration Management Database (CMDB).• Upgrading and customizing CA Service desk, system configuration, hardware, MS SQL Server, and Active Directory (AD).• Developed and maintained metrics and Key Performance Indicators (KPIs).• Mapped ITIL service management processes to gather, analyze, interpret and use ITIL best practices for implementing business applications.• Managed and supervised Incident\problem\change Management processes as defined within the Service Delivery Plan.• Major Incidents Coordinator to ensure the speedy resolution with minimal business impact.• Planned staff schedules to ensure staff coverage at peak times.• Provided technical support to customers whenever needed.• Ensured that the continuity plan is updated and adhered all the time.• Prepared and maintained accurate documentation at all times.

• Gathered client requirements and performed gab analysis.• Implemented CA Service Desk projects.• Designed workflows to automate processes.• Prepared projects documentations (Proposals, scope of work, implementation plan).• Assisted sales\pre-sales teams with demo, proof of concept (POC), and technical presentations.

• Installed, configured, and managed Microsoft Windows Server Operating Systems, Microsoft Exchange servers.• Installed software updated and security patches.• Installed, configured, and supported Anti-Virus solutions (TrendMiro, Symantec).• Managed and administered the day-to-day operations of Active Directory and user management.• Provided onsite and offsite technical\hardware support to customers and internal employees.